Senior Account Manager, Broker Success

Realtor.com Careers•Austin, TX

2d•Remote

About The Position

Realtor.com® is seeking a Senior Account Manager, Broker Success to manage a book of business comprising strategic, high-value account relationships. The role involves building long-lasting, mutually-beneficial relationships with clients to secure and retain revenue through impactful relationship development, product knowledge, and effective account management. The Senior Account Manager will act as a dedicated consultant, problem-solver, and relationship manager, collaborating with multiple departments to resolve customer concerns. This position also involves serving as a leader and escalation point for the Broker Success department, assisting with coaching and development of staff, and contributing to the department's overall success.

Requirements

Bachelor’s Degree or equivalent experience.
5+ years experience managing enterprise-level relationships for a high-growth company.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office and G Suite, with intermediate knowledge of Excel and Sheets.
Friendly and positive personality; able to effectively engage a variety of audiences at all levels of a business.
A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables.
Strong influencer and people leader.
Comfortable presenting to audiences and running customer meetings.

Nice To Haves

Real estate experience is a plus.

Responsibilities

Proactively communicate with and manage assigned accounts to encourage their continued engagement with Realtor.com’s products and services.
Develop and sustain strong account relationships through consistent onboarding, coaching, and communication.
Educate accounts on product configurations and best practices to increase product performance, agent engagement, and revenue.
Provide support and guidance to account stakeholders with structured data and reporting to support recommendations for products during renewals and new orders.
Execute effectively towards company initiatives set by leadership and corporate OKRs.
Use data to determine daily priorities and key accounts requiring engagement.
Maintain enterprise systems (i.e. Salesforce, Focus Fire) with accurate contact data, communication logs, and account activity.
Maintain updated knowledge of new company products and services.
Resolve challenging client inquiries, issues, and escalations, using cross-functional teams as needed and preventing additional issues by improving processes.
Identify, troubleshoot and escalate bugs within multiple platforms, including SalesForce, Broker/Office/Agent Dashboards and Focus Fire.
Work on Special Projects as assigned.
Coach, develop, and train other Account Managers.
Serve as a leader and escalation point within Broker Success.